Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealer installed a vehicle tracking and antitheft device on a new vehicle, as I was buying it with cash. It was done without my knowledge or consent. The device has now been discovered because it is draining the battery making the car unusable, and the car is stuck at an out-of-state dealer service department for a week. The device is designed so that it can't be removed without the installer's help. AutoNation Subaru Carlsbad refuses to help the out-of-state Subaru dealer to remove the device and my car is unusable. All because they installed an unauthorized device to track me illegally.

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Subaru Carlsbad in November 2023 as part of a certified dealership program where near new cars only owned by the dealership are sold at a reduced price. Before purchasing the vehicle, I checked the car fax report and vehicle history and the only reported repairs or modifications were one cosmetic fix. I also verified the vehicle has only been owned by the dealership.Shortly after purchasing the vehicle, I left on a road to to **** where I currently live. On the trip, I noticed weird things happening with the computer system and navigation. I took it in to the Subaru dealership in ********** where they said there was a different software loaded on the computer and navigation system. They loaded the correct software and all issues were fixed. As the trip to **** continued, I noticed a tear on the interior vehicle lining. Upon closer inspection, I noticed there were PVC pipes run behind the lining and extra cables run. I also noticed there was an additional fuse installed in the fuse box. I verified the additional fuse is not part of the original manufacturers design. Along the trip I had continually had issues with the battery and electrical system, having to take my car into the dealership multiple times due to battery issues. While in *******, I brought my car to the Subaru dealership for electrical issues and they verified there was an additional power draw causing to the battery to die and the extra fuse in the fuse box. When I arrived in ****, I took my vehicle in to the dealership for issues with the electrical and battery and they had found the radio and computer system had been removed and reinstalled at some point in the past. Factory seals were broken.

  Business Response

  Date: 01/15/2025

  Response:

  Thank you for bringing this concern to our attention. After reviewing all warranty claims and service records for the vehicle, it was deemed that no repairs resulted in non-factory wiring, fuses, etc. The most recent warranty repair was completed on November 7, 2024, which would not typically be approved by a warranty provider if aftermarket modifications were present. The vehicle is currently under warranty until 2030 or ******* miles if further repairs are required.

   

  Thank you.

   

   

  Thank you for your time,

  Customer Relations

  AutoNation, Inc.

  ********************************************

  Office: ************

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2019 Subaru outback has been having issues with the touch screen system for over a year and no one knew how to fix it including Subaru. My mechanic recommended waiting as he replaced the system for a few other outback customers only for them to continue to have the same issue. About a week ago Subaru finally sent us a letter in the mail that there is a fix and we were beyond excited. I made an appointment and the woman on the line was encouraging and agreed it's about time they have a fix. Fast forward to my appointment and the service denied this was the issue, we were told it wasn't covered under this class action or warranty and it'll cost me $1600 to fix the entire system. Also, the service center refused to fix the *** which was the reason of the issue in the letter we received and we offered to pay for. The worst part, they denied ever hearing about this issue even though the front desk confirmed they've been receiving calls for the past year from a ton unhappy customers. Not to mention the lawsuit investigation and several complaints online. I'm beyond disappointed in Subaru and upset they're no longer the reliable company they once were. Clearly we're not buying Subaru again as they refuse to stand by their product and issues.

  Business Response

  Date: 06/03/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you in advance, I recently traded in a vehicle at Subaru of Carlsbad on 8/02/23 and received 2 citations, from the city of Las Angeles, 61 days after date of sale, 10/02/23. Citations are for parking in a red zone and another for no displayed license plates. Because I was in the middle of a move I did not receive the citation and because I did not send in the correct documents within 40 days I became ineligible to dispute, even though I had not owned the vehicle for two months. I need to find out why the title or documents were not signed correctly. That VIN should not have been associated with my name after that amount of time. I also transferred the custom plate from my trade in to my new vehicle so I received notice I can not re-register my car until I pay their fines. I sent in the correct documents, just out of the given window of time, through mail and their website. It took me months of emails and phone calls to the Las Angeles parking bureau to finally speak to a supervisor, who just told me there was nothing I could do at this point. After waiting in line for a DMV supervisor and they advised me not to pay and to take them to small claims court. I'm praying you guys could advise me otherwise. I've asked to speak to a manager at Subaru multiple times, on recorded lines, and multiple times I have been told to ignore these notices. At this point it is not an option. All they provide me with is the release of liability, which the ********** does not care about at this point. I'm also afraid to pay, before settlement, as it seems as an admission of guilt. I have attached the release of liability form, citation forms, and updated registration reflecting custom plate transfer. I really appreciate your time and please reach out at any time if you need anything else from me. ************* -*********************

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Subaru Outback has leaked oil from the Engine since around 45k miles. ***** in the past the car was brought to the Bob Baker Subaru dealership for regular maintenance. Dealer did nothing about the leak, when you take your car for regular service, the express techs (level 1 techs) never complete a multipoint inspection as stated. Nothing was done about this issue which is a major risk of engine fire. Last time I brought the car in for a service I asked the advisor to check on the engine oil leak, they completed the service and told me the car was fine. I asked them if they checked on the oil leak that had been reported by them twice before. They brought the car back in a finally completed an inspection. They came back and said it is a significant oil leak that is a major risk of engine fire. For 3 years the car has leaked oil, I was covered by extended warranty that I purchased during the time when the issue was happening and confirmed by the dealer. Now that the warrantyl is gone they are charging over $4000 to repair a common design issue with this car. The service rep told me that the previous service rep who was attending me was let go due to malpractices. Dealership needs to repair my car free of labor costs because this something they neglected to check twice before while my car was covered with the extended warranty

  Business Response

  Date: 05/03/2023

  
  On ******************** most recent service visit on 3/30/2023, it was noted, after an inspection of his vehicle, that there was an oil leak and suggested a repair.  His vehicle was out of warranty coverage due to time and mileage. A review of his two previous service visits, 10/30/2021 and 10/06/2019,showed no mention of any oil leaks.  His service advisor suggested that he call Subaru Customer Advocacy, which he did,and they offered him $1000 towards the repair. Since receiving this, the Service Manager called the customer to get more information, but he was both rude and using profanity.  *********** Manager reiterated to the customer that he was calling to see if he could help him, to which he replied that the Service Manager wouldnt help him and to never call back.  ******************** previous two services have been 13k miles, and 18 to 24 months apart. *********** Manager is willing to ask our Subaru Rep for additional help above and beyond the $1000 that CAD offered but the customer did not want to hear about it or talk to the Service Manager. ****************** wants his vehicle repaired and we are happy to do that, but he needs to open the lines of communication with our Service Manager in order to proceed.     

  Customer Answer

  Date: 05/15/2023

  The service manager did nothing about the issue since the first time I brought it up. When I reported to Subaru he called and offered nothing. He never contacted me back until I filed a complaint with BBB, again he asked the same questions and acted like it was the first time he heard about the issue. When I took my car in for repair on 3/30 I told the service advisor to check on the oil leak that was reported to me twice before by their staff on the two previous visits. They still didnt check and told me my car was ready. When I asked again they actually performed an inspection and told me there was a major oil leak. 3 visits they did nothing to check the issue, not even when I brought it the last time. Please do something so others wont get scammed like I have been. I will never do business with this people again and will make sure to let as many people know as I can about this to prevent others from being scammed by these people

  Business Response

  Date: 05/17/2023

  ***************** has brought his 2016 Subaru Outback into Bob Baker Subaru for service on 4 occasions.  1st:  on 3/8/2019 at ***** miles for an oil change.  2nd:  on 10/5/2019 at ***** miles for an oil change.  3rd:  on 10/30/2021 at ***** miles for an oil change and outstanding recall.  4th:  on 3/30/2023 at ***** miles for an oil change and a request for a quote for a cam carrier re-seal.  The request for the quote is the first time seeing documentation about an oil leak.  The customer contacted ********************** Motors and they offered $1000 towards the repair.  *********** Manager has contacted the customer to review / discuss the issue with him, however the customer went off on him verbally using obsentities, and stating that the service manager did not want to help him and to never call him again. Bob Baker Subaru is willing to help the customer, but ****************** must initiate contact with ***********************, Service Manager, to discuss the issue.

  Customer Answer

  Date: 05/22/2023

  Your service manager did nothing about the issue when I brought up to him. He had already called me before and offerred no help. He contacted me a 2nd time after I filled the complain with BBB asking the same questions he had already asked before and acted like it was his first time hearing about my experience. I did not use any fault language with him, I just told him if he is going to ask the same questions and do nothing about it then no need to call me back again. Again the oil leak was brought up to me by their staff twice prior to my last visit and they did nothing about it. I was told by the service advisor that they had notes on it but now they are telling me there is no notes about the issue on prior visits. 

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have heard nothing from the dealership as far as payment for return to work. I was basically just left To figure it out. I lost my job. All of my jobs and my daughter was *************************************************************************** as we drove across country they did not care

  Business Response

  Date: 04/19/2023

  When we initially reached out to ******************, we learned that she was in ********* doing temporary work as a cinematographer, but that her home of record was in **********, and she had family here.  We indicated that due to an oversight on our part, we needed to get the vehicle she purchased back to ********** to complete *** processing.  It was our understanding that she would be returning to ********** with her daughter. We asked her to maintain her receipts and we would reimburse her for the return trip.  She returned and the *** processing was completed, and we provided her with reimbursement for her return trip to **********.  At this point she indicated that she was returning to ********* to continue working.  After several discussions with her we agreed to provide her with reasonable reimbursement for her return to *********.  We asked that she forward all receipts of her return to ********* to our **************** Coordinator, *********************, for review and processing.  She was provided with a business card for ****************** with both his email and the dealership address of it.  We asked that she either scan and email or mail the receipts to him. To date no receipts have been received. We are happy to accommodate Ms. ******** request, but we ask that she provide us the receipts to do so.

  Customer Answer

  Date: 05/31/2023

  
  The dealership sold me a car that was not smogged which caused my registration to expire while I was working out of state for a extened amount of time. The dealership agreed to pay for gas food and hotel reimbursement going ********** and returning back to my job. When I arrived to the dealership that deal was cancelled and the deal that is being stated about me giving them receipts of my travel to ********* was then implemented. I lost work and my daughter missed a lot of school. My DMV record is affected. My credit and car payments. Due to loss of ride-share (no registration) and inability to drive. I lost some contracts and professional partnerships resulting in disengagement letters between my company and a nonprofit organization. As a result of leaving during filming for this smog. I was not notified until a month later and asked to quit my job and stay in **********. I am asking *** Baker cancel the contract for the vehicle and refund the down payment so that I may purchase a vehicle  that is ready for sale and that I am knowledgeable about and is ready to be operable as I was told during this sale.  I am still currently being affected by this mistake and need swift action to be taken. 
  
  Respectfully Yours,
  
  *********************************;